Graph-based approach for voice authentication

ABSTRACT

Methods for voice authentication include receiving a plurality of mono telephonic interactions between customers and agents; creating a mapping of the plurality of mono telephonic interactions that illustrates which agent interacted with which customer in each of the interactions; determining how many agents each customer interacted with; identifying one or more customers an agent has interacted with that have the fewest interactions with other agents; and selecting a predetermined number of interactions of the agent with each of the identified customers. In some embodiments, the methods further include creating a voice print from first and second speaker components of each interaction; comparing the voice prints of a first selected interaction to the voice prints from a second selected interaction; calculating a similarity score between the voice prints; aggregating scores; and identifying the voice prints that are associated with the agent.

TECHNICAL FIELD

The present disclosure relates generally to authenticating individualsusing voice biometrics, and more specifically to a system and method fora more organized and accurate process to select and use mono telephonicinteractions for individual or speaker enrollment and authentication.

BACKGROUND

Large organizations, such as commercial organizations, financialinstitutions, government agencies or public safety organizations conductcommunication sessions, also known as interactions, with individualssuch as customers, suppliers and the like on a daily basis.

Communication sessions between parties may involve exchanging sensitiveinformation, for example, financial data, transactions and personalmedical data. Thus, in communication sessions with individuals, it maybe necessary to authenticate the individual, for example before offeringthe individual any information or services. When a communication sessionbegins, a system or agent on behalf of one party may first identify theindividual. Some organizations use voice prints to authenticate theidentity of individuals.

The term “voice print” as used herein encompasses voice biometric data.Voice prints are also known by various other names including but notlimited to spectrograms, spectral waterfalls, sonograms, and voicegrams.Voice prints may take many forms and may indicate both physical andbehavioral characteristics of an individual. One type of voice print isin the form of time-varying spectral representations of sounds orvoices. Voice prints may be in digital form and may be created from anydigital audio recordings of voices, for example but not limited to audiorecordings of communication sessions between call center agents andcustomers. A voice print can be generated in many ways known to those ofordinary skill in the art including but not limited to applyingshort-time Fourier transform (STFT) on various (preferably overlapping)audio streams of a particular voice such as an audio recording. Forexample, each stream may be a segment or fraction of a completecommunication session or corresponding recording. A three-dimensionalimage of the voice print may present measurements of magnitude versusfrequency for a specific moment in time.

An individual or speaker's voice may be extremely difficult to forge forbiometric comparison purposes, since a myriad of qualities may bemeasured, ranging from dialect and speaking style to pitch, spectralmagnitudes, and formant frequencies. The vibration of an individual'svocal chords and the patterns created by the physical componentsresulting in human speech are as distinctive as fingerprints. Dependingon how they are created, voice prints of two individuals may differ fromeach other at about one hundred (100) different points.

Accurate individual (both customer and agent) enrollment is important inthe creation of voice prints and the authentication process. Typically,a system will receive thousands of customer-agent interactions, with noorganized way of determining which interactions should be used for agentenrollment, customer enrollment, and customer authentication.

Accordingly, a need exists for improved methods and systems forenrolling agents and customers in voice print databases.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a high-level block diagram of an exemplary system forauthenticating and enrolling speakers according to some embodiments ofthe present disclosure;

FIG. 2A is a flowchart of the first part of a method according toembodiments of the present disclosure;

FIG. 2B is a flowchart of the second part of the method according toembodiments of the present disclosure;

FIG. 3A is an exemplary graph or mapping that illustrates the differentinteractions between customers and agents;

FIG. 3B is the exemplary graph or mapping of FIG. 3A that showsselection of the customers having the fewest interactions; and

FIG. 4 is a diagram that illustrates how selected interactions areanalyzed to determine which individual or speaker is an agent.

DETAILED DESCRIPTION

This description and the accompanying drawings that illustrate aspects,embodiments, implementations, or applications should not be taken aslimiting—the claims define the protected invention. Various mechanical,compositional, structural, electrical, and operational changes may bemade without departing from the spirit and scope of this description andthe claims. In some instances, well-known circuits, structures, ortechniques have not been shown or described in detail as these are knownto one of ordinary skill in the art.

In this description, specific details are set forth describing someembodiments consistent with the present disclosure. Numerous specificdetails are set forth in order to provide a thorough understanding ofthe embodiments. It will be apparent, however, to one of ordinary skillin the art that some embodiments may be practiced without some or all ofthese specific details. The specific embodiments disclosed herein aremeant to be illustrative but not limiting. One of ordinary skill in theart may realize other elements that, although not specifically describedhere, are within the scope and the spirit of this disclosure. Inaddition, to avoid unnecessary repetition, one or more features shownand described in association with one embodiment may be incorporatedinto other embodiments unless specifically described otherwise or if theone or more features would make an embodiment non-functional.

The systems and methods described herein provide for more accurateindividual (e.g., agent and customer) enrollment in a voice printdatabase, which in turn leads to improved (e.g., more accurate) voiceauthentication results. In particular, the present disclosure describesa more accurate approach to deciding which interactions to use forenrollment and authentication, and a more accurate approach to using theinteractions for improved agent enrollment. Improved agent enrollmentresults in more accurate customer enrollment (e.g., by facilitating theidentification of the customer in a customer-agent interaction). Moreaccurate customer enrollment, in turn, leads to improved customerauthentication.

In contrast to conventional systems and methods where selection ofinteractions is random, the present disclosure describes optimizeddecision making regarding which interactions to select for enrollmentand authentication. In particular, a graph or a mapping is created toillustrate which agents interacted with which customers in a pluralityof interactions. Next, how many agents each customer interacted with isdetermined and the customers having the fewest number of interactionswith agents are identified. From these identified customers, a certainnumber of interactions (e.g., 8) with a single agent are selected.Interactions with customers who are not identified, but who interactedwith the agent (e.g., customers having a larger number of interactionswith other agents) can be used for customer enrollment. All otherinteractions can be used for customer authentication.

Each of the selected interactions (e.g., 8 interactions) are thenseparated into first and second speaker components. Voice prints arecreated for the first speaker component and the second speakercomponent. Next, the voice print from the first speaker component iscompared to the voice prints of first and second speaker components inthe other selected interactions to provide a plurality of scores thatindicate a similarity between the voice prints. The comparisons definean analytical path through the selected interactions, and the scores foreach analytical path are combined or aggregated. The analytical pathhaving the highest aggregated score is identified as being associatedwith the agent. A voice print of the agent can then be created from allof the voice prints in the identified path. This agent voice print cansubsequently be used in the creation and enrollment of a customer voiceprint as described in more detail below.

Reference is now made to FIG. 1, which is a high-level block diagram ofa system for performing any of generating voice prints, authenticatingindividuals, and enrolling individuals in accordance with someembodiments of the present disclosure. At least some of the componentsof the system illustrated in FIG. 1 may for example be implemented in acall center environment. As used herein “call center,” otherwise knownas a “contact center” may include any platform that enables two or moreparties to conduct a communication session. For example, a call centermay include one or more user devices that may be operated by humanagents or one or more IVR units, either of which may be used to conducta communication session with an individual.

The system may include a plurality of user devices 14 (only one isshown) that may for example be operated by agents of a call centerduring, before and after engaging in a communication session with anindividual, one or more audio servers 16 (only one is shown) to recordcommunication sessions, a management server 12 configured to control theenrollment and/or authentication processes, an operational database 20that includes data related to individuals and communication sessions, avoice biometric server 22 configured to generate voice prints of theindividuals (e.g., agent and customer), and an IVR unit 26.

According to some embodiments, the management server 12 is configured tomake optimal decisions regarding interactions selected for agentenrollment, customer enrollment, and customer authentication and tofacilitate improved agent enrollment, as will be described in moredetail below.

It should be noted that the various servers shown in FIG. 1 may beimplemented on a single computing device according to embodiments of theinvention. Equally, the functions of any of the servers may bedistributed across multiple computing devices. In particular, the voicebiometric functions need not be performed on servers. For example, theymay be performed in suitably programmed processors or processing moduleswithin any computing device.

Management server 12 may receive information from any of user device 14,from IVR unit 26, from operational data base 20 and from voice biometricserver 22. Voice biometric server 22 may generate voice prints fromaudio streams received from audio server 16 or from management server12. Any of audio server 16, IVR unit 26 and user device 14 may beincluded in a call center or contact center for conducting and recordingcommunication sessions. According to some embodiments, management server12 may serve the function of an applications server.

During a communication session, management server 12 may receive fromuser device 14 or IVR unit 26 a request to authenticate an individual.After performing the authentication and while the communication sessionstill proceeds, management server 12 may send a notification to the userdevice 14 or the IVR unit 26, confirming whether or not the individualwas successfully authenticated. Further, according to some embodiments,management server 12 may perform passive (seamless) authentication ofindividuals and control enrollment of voice prints.

Management server 12 may include an enrollment unit 122, which may alsobe referred to as an enrollment server, configured to control theenrollment process of new voice prints according to enrollment logic.Management server 12 may further include an enrollment engine 123 thatmay include a module responsible for managing (e.g. collecting anddispatching) enrollment requests and “feeding” the enrollment unit.Management server 12 may further include an authentication unit 124,which may also be referred to as an authentication server or anauthentication manager, to control automatic and seamless authenticationof the individual during the communication session.

Management server 12 may further include at least one processor 126 andat least one memory unit 128. Processor 126 may be any computer,processor or controller configured to execute commands included in asoftware program, for example to execute the methods disclosed herein.Enrollment manager 122 and authentication server 124 may each include ormay each be in communication with processor 126. Alternatively, a singleprocessor 126 may perform both the authentication and enrollmentmethods. Processor 126 may include components such as, but not limitedto, one or more central processing units (CPU) or any other suitablemulti-purpose or specific processors or controllers, one or more inputunits, one or more output units, one or more memory units, and one ormore storage units. Processor 126 may additionally include othersuitable hardware components and/or software components.

Memory 128 may store codes to be executed by processor 126. Memory 128may be in communication with or may be included in processor 126. Memory128 may include a mass storage device, for example an optical storagedevice such as a CD, a DVD, or a laser disk; a magnetic storage devicesuch as a tape, a hard disk, Storage Area Network (SAN), a NetworkAttached Storage (NAS), or others.

According to some embodiments, management server 12 also includesmonitor 121 configured to listen for events and to dispatch them toother components of the system subscribing to monitor 121, such as aclient operating on a user device 14 or in IVR unit 26.

According to various embodiments, management server 12 additionallyincludes a connect module 125 including a distributed cache 127, whichin some embodiments may be part of memory 128. The connect module 125 isconfigured to connect real-time (RT) clients operating on user devicessuch as user device 14 or IVR unit 26 with backend components of thesystem such as the operational database 20 and the voice biometricserver 22. The distributed cache 127 may include an in-memory database,used for fast data fetching in response to queries, e.g. from a userdevice 14 or IVR unit 26.

According to several embodiments, management server 12 additionallyincludes an interaction center 129. The functions of the interactioncenter 129 include managing the recording of interactions. For example,the interactions center may be a module that, for example during atelephone call, interacts with the telephony switch or packet branchexchange (PBX, not shown in FIG. 1) and computer telephony integration(CTI, not shown in FIG. 1) of an individual communicating with the userof a user device 14 to obtain start and/or end of call events, metadataand audio streaming. The interaction center 129 may extract events froma call sequence and translate or convert them for storage, indexing andpossibly other operations in a backend system such as operationaldatabase 20.

User device 14 may for example be operated by an agent within a contactcenter. For example, user device 14 may include a desktop or laptopcomputer in communication with the management server 12 for example viaany kind of communications network. User device 14 may include a userinterface 142, a processor 144 and a memory 146. User interface 142 mayinclude any device that allows a human user to communicate with theprocessor 144. User interface 142 may include a display, a GraphicalUser Interface (GUI), a mouse, a keyboard, a microphone, an earphone andother devices that may allow the user to upload information to processor144 and receive information from processor 144. Processor 144 mayinclude or may be in communication with memory 146 that may includecodes or instructions to be executed by processor 144.

According to various embodiments, user device 14 further includes areal-time client 141 which may take the form of client software runningon a desktop for example associated with an agent at user device 14. Thereal-time client 141 may be configured to “listen” to events and extractinformation from applications running on the desktop.

Similarly, in some communication sessions, the IVR unit 26 may performsome of the functions of user device 14 and therefore the IVR unit 26may also include a real-time client performing the same functions as thereal-time client 141.

During a communication session, user device 14 or IVR unit 26 mayreceive identification information from an individual, for example, thename of the individual, a customer number associated with theindividual, an ID number and/or a social security number. Additionallyor alternatively, user device 14 or IVR unit 26 may receiveidentification information related to the individual automatically fromdetails related to the “call,” for example, the telephone number fromwhich the individual calls, or the area (PIN code) from which theindividual calls. An operator of user device 14 may use user interface144 to upload and receive information related to the identity of theindividual from database 20 via management server 12. Similarly an IVRunit may retrieve such information. The individual may be asked socalled know your customer “KYC” questions related to data stored indatabase 20. For example, the individual may be asked to providepersonal details (e.g., credit card number, and/or the name of his pet)or to describe the latest actions performed (e.g., financialtransactions). During the communication session, an audio segment or anaudio stream may be recorded and stored in audio server 16.

Audio server 16 may include an audio recorder 162 to record theindividual's voice, an audio streamer 164 to stream the recorded voice,a processor 166 to control the recording, streaming and storing of theaudio stream, and a memory 168 to store code to be executed by theprocessor. Audio recorder 162 may include any components configured torecord an audio segment (a voice of an individual) of the communicationsession. Processor 166 may instruct audio streamer 164 to receive audiosegment from recorder 162 and stream the segment into audio streams orbuffers. Audio server 16 may further include, or may be in communicationwith, any storage unit(s) for storing the audio stream, e.g., in anaudio archives. The audio archives may include audio data (e.g., audiostreams) of historical communication sessions.

Audio server 16 may, according to some embodiments, include storagecenter 169 configured to store historical and ongoing speech and callsof individuals, for example but not limited to calls between individualsand IVR unit 26.

Operational database 20 may include one or more databases, for example,at least one of an interaction database 202, a transaction database 204and a voice print database 206 (e.g., an agent voice print databaseand/or a customer voice print database). Interaction database 202 maystore non-transactional information of individuals, such as homeaddress, name, and work history related to individuals such as customersof a company on whose behalf a call center is operating. Voice printsfor individuals may also be stored in the interaction database 202 or ina separate voice print database 206. Such non-transactional informationmay be provided by an individual, e.g., when opening a bank account.Furthermore, database 202 may store interaction information related toprevious communication sessions conducted with the individual, such asbut not limited to the time and date of the session, the duration of thesession, information acquired from the individual during the session(e.g., authentication information, successful/unsuccessfulauthentication). Applications used in a system according to someembodiments may also be stored in operational database 20.

Transaction database 204 may include transactional information relatedto previous actions performed by the individual, such as actionsperformed by the individual (e.g., money transfer, account balancecheck, order checks books, order goods and services or get medicalinformation). Each of databases 202 and 204 may include one or morestorage units. In an exemplary embodiment, interaction database 202 mayinclude data related to the technical aspects of the communicationsessions (e.g., the time, date and duration of the session), a Customerrelation management (CRM) database that stores personal details relatedto individuals or both. In some embodiments, interaction database 202and transaction database 204 may be included in a single database.Databases 202 and 204 included in operational database 20 may includeone or more mass storage devices. The storage device may be locatedonsite where the audio segments or some of them are captured, or in aremote location. The capturing or the storage components can serve oneor more sites of a multi-site organization.

Audio or voice recordings recorded, streamed and stored in audio server16 may be processed by voice biometric server 22. Voice biometric server22 may include one or more processors 222 and one or more memories 224.Processor 222 may include or may control any voice biometric engineknown in the art, for example, the voice biometric engine by Nuance Inc.to generate a voice print (e.g., voice biometric data) of at least oneaudio stream received from audio server 16. The voice print may includeone or more parameters associated with the voice of the individual.Processor 222 may include or may control any platform known in the art,for example the platform by Nuance Inc. USA, for processing (e.g.,identifying and comparing) voice prints generated from two or more audiostreams. When an audio stream associated with an individual is acandidate for enrollment, voice biometric server 22 may receive frommanagement server 12 verification of the identity of the individual.Following the verification, voice biometric server 22 may generate avoice print of the audio stream related to the individual. Processor 222may further be configured to compare the generated voice print to othervoice prints previously enrolled and stored, for example, in one or morestorage units associated with voice biometric server 22. The storageunits associated with voice biometric server 22 may include voice printsstored at a potential fraudster list (i.e., watch list, black list,etc.), voice prints related to the individual that were enrolledfollowing previous communication sessions with the individual, and/orvoice prints related or associated with other individuals. Memory 224may include codes or instructions to be executed by processor 222. Insome embodiments, memories 146, 168 or 224 may include the same elementsdisclosed with respect to memory 128.

Optimal Decision Making on Enrollment and Authentication

Referring now to FIGS. 2A and 3A, a method 200 is described. At step202, management server 12 receives a plurality of mono telephonicinteractions that includes both customer and agent voices. For example,management server 12 may receive the interactions from operationaldatabase 20. By “mono” is meant particularly that separate channels arenot used to record the agent and the customer sides of thecommunication. A mono recording is a recording that is done on onesingle channel. In a mono recording, a single audio stream can containthe two sides of the call or interaction.

At step 204, the management server 12 creates a graph or a mapping ofthe plurality of the mono telephonic interactions to illustrate whichagent interacted with which customer in each of the interactions. Forexample, as shown in FIG. 3A, a mapping 300 is shown that maps orconnects different agents A1-A6 with different customers C1-C4. Focusingon agent A1, the mapping 300 shows that agent A1 communicated orinteracted with customers C1-C4.

At step 206, management server 12 determines how many agents eachcustomer interacted with. Referring to FIG. 3A, customer C1 interactedonly with agent A1; customer C2 interacted with agents A1-A4; customerC3 interacted with agent A1 and agent A5; and customer C4 interactedwith agent A1 and agent A6. Therefore, customer C1 interacted with atotal of 1 agent; customer C2 interacted with a total of 4 agents;customer C3 interacted with a total of 2 agents; and customer C4interacted with a total of 2 agents.

At step 208, management server 12 identifies one or more customers anagent has interacted with that have the fewest interactions with otheragents based on step 206. Referring now to FIG. 3B, and selecting agentA1 as the agent of interest, management server 12 identifies customerC1, C3, and C4 as the customers having the fewest interactions withagents other than agent A1. Customer C2 interacted with agent A1, butalso interacted with agents A2-A4. Interactions of customer C2 withagent A1 are not used for agent enrollment, but may be used for customerenrollment in a customer voice print database.

At step 210, management server 12 selects a predetermined number ofinteractions of the agent A1 with each of the identified customers C1,C3, and C4. For example, a total of 8 interactions of agent A1 withcustomers C1, C3, and C4 may be selected, although any number issuitable. For purposes of clarity, the remainder of the method 200 andFIG. 4 will be explained assuming 8 interactions were selected.

Improved Agent Enrollment Flow

Referring now to FIGS. 2B and 4, at step 212, management server 12separates each selected interaction into a first speaker component and asecond speaker component. For example, as shown in FIG. 4, a total of 8interactions (File 1-File 8) are selected and divided into two parts Aand B. It is unknown who is speaker A and who is speaker B.

At step 214, voice biometric server 22 creates a voice print from thefirst speaker component and a voice print from the second speakercomponent. For example, voice biometric server 22 creates a voice printfrom first speaker component A (voice print A) and a voice print fromsecond speaker component B (voice print B).

At step 216, management server 12 compares the voice print from thefirst speaker component of a first selected interaction to (1) the voiceprint from the first speaker component of a second selected interactionand (2) the voice print from the second speaker component of the secondselected interaction. As seen in FIG. 4, voice print A in File 1 iscompared to voice print A in File 2 and voice print B in File 2.

At step 218, management server 12 compares the voice print from thesecond speaker component of a first selected interaction to (1) thevoice print from the first speaker component of a second selectedinteraction and (2) the voice print from the second speaker component ofthe second selected interaction. In FIG. 4, voice print B in File 1 iscompared to voice print A in File 2 and voice print B in File 2.

At step 220, management server 12 calculates a score indicating thesimilarity between the voice prints in steps 216 and 218. Referringagain to FIG. 4, the similarity score between voice print A in File 1 tovoice print A in File 2 is −10.2, while the similarity score betweenvoice print A in File 1 to voice print B in File 2 is 15.2. The scoresindicate that voice print A in File 1 is more similar to voice print Bin File 2 than voice print A in File 2. The similarity score of voiceprint B in File 1 to voice print A in File 2 is 4.6, while thesimilarity score between voice print B in File 1 to voice print B inFile 2 is −13.2. The scores indicate that voice print B in File 1 ismore similar to voice print A in file 2 than voice print B in file 2.

At step 222, management server 12 repeats steps 216-220 for eachsuccessive selected interaction. As seen in FIG. 4, voice print A inFile 2 is compared to voice print A in File 3 and voice print B in File3. Voice print B in File 2 is compared to voice print A in File 3 andvoice print B in File 3.

Each comparison yields a similarity score that defines an analyticalpath through the selected interactions. For example, the comparison ofvoice print A in File 1 to voice prints A and B in File 2 yields 2similarity scores, each defining a path through the selectedinteractions. The first path provides a score of −10.2 and the secondpath provides a score of 15.2. Following the first path, voice print Ain File 2 is compared to (1) voice print A in File 3 to yield a score of−4.25 and (2) voice print B in File 3 to yield a score of 8.9. Followingthe second path from voice print A in File 1, voice print B in File 2 incompared to (1) voice A in File 3 to yield a score of 4.1 and (2) voiceprint B in File 3 to yield a score of −1.2.

Similarly, the comparison of voice print B in File 1 to voice prints Aand B in File 2 yields 2 similarity scores, each defining a path throughthe selected interactions. The first path provides a score of 4.6 andthe second path provides a score of −13.2. Following the first path,voice print A in File 2 is compared to (1) voice print A in File 3 toyield a score of −15.85 and (2) voice print B in File 3 to yield a scoreof −3.5. Following the second path from voice print B in File 1, voiceprint B in File 2 is compared to (1) voice print A in File 3 to yield ascore of 1.29 and (2) voice print B in File 3 to yield a score of 0.24.The comparing and scoring is repeated until the last interaction, whichis File 8 in this particular example, is reached.

At step 224, management server 12 aggregates the scores for eachanalytical path. For example, in FIG. 4, the aggregated scores startingfrom the comparison of voice print A in File 1 to voice prints A and Bin File 2 include −10.2 and −4.25 in a first path, −10.2 and 8.9 in asecond path, 15.2 and 4.1 in a third path, and 15.2 and −1.2 in a fourthpath. The aggregated scores starting from the comparison of voice printB in File 1 to voice prints A and B in File 2 include 4.6 and −15.85 ina first path, 4.6 and −3.5 in a second path, −13.2 and 1.29 in a thirdpath, and −13.2 and 0.24 in a fourth path.

At step 226, management server 12 identifies an analytical path throughall of the selected interactions that has the highest aggregated scoreas being associated with the agent (e.g., agent A1). In FIG. 4, thoughnot completely shown in detail, the path having the highest aggregatedscore is the path starting from the comparison of voice print A in File1 to voice print B in File 2 that yields a score of 15.2, followed bythe comparison of voice print B in File 2 to voice print A in File 3that yields a score of 4.1. Thus, voice print A in File 1, voice print Bin File 2, and voice print A in File 3 are identified as being voiceprints of the agent (e.g., agent A1).

Uses of Agent Voice Print

Once the analytical path with the highest aggregated score isidentified, the voice prints in that analytical path are taken, andvoice biometric server 22 creates a voice print of the agent (e.g.,agent A1) from those voice prints in the identified analytical path. Thevoice print of the agent can then be enrolled in an agent voice printdatabase.

According to some embodiments, a subsequent mono telephonic interactionbetween the agent (e.g., agent A1) and a customer is received. Becausethe interaction is in mono format, the interaction is separated into afirst speaker component and a second speaker component. The firstspeaker component and the second speaker component are then compared tothe voice print of the agent to determine the identities of the firstspeaker and the second speaker.

In certain embodiments, once the comparison is made, the first speakercomponent is determined to be associated with the agent and the secondspeaker component is determined to be associated with the customer. Thefirst speaker component can be used to create another voice print of theagent, or used for voice print enrichment of the agent.

The second speaker component can be used to create a customer voiceprint, which can then be enrolled in a customer voice print database.For example, voice biometric server 22 may include a voice printdatabase to store all the enrolled voice prints associated withcustomers of a company. The voice print database may include lookuptables that include, for example, voice prints associated with names ofcustomers, sorted alphabetically, or voice prints associated with IDnumbers related to the customers sorted by numerical order. The enrolledvoice prints may be stored for future use, for example, in an automaticauthentication process.

The customer voice print may then be used to authenticate the customeron subsequent communications. The result of the enrollment process isthe creation of a voice print for the customer. After enrollment, whenan individual makes a call, his voice is compared to the stored voiceprint to authenticate the individual.

Techniques for authentication using voice prints are known in the artand will not be described further herein. The authentication may simplybe regarded as checking similarity between a received customer voiceprint and the stored voice print. The authentication result, which mayfor example be simply positive or negative, e.g., in binary form, may bereported back from the voice biometric server 22 to the managementserver 12.

If the authentication result is negative, the result might be stored andreported as a possible instance of fraud. Such storage might be atoperational database 20 and might be in association with otherinformation relating to the customer whose identity and passcode wasgiven, e.g., spoken, as part of the interaction. If the authenticationresult is positive, the received customer voice print may be saved inassociation with other information relating to the customer. Thereceived voice print that led to the positive authentication may be usedto enrich the voice print already stored. This enrichment may help toreduce the rate of false rejections or unsuccessful authentications fromgenuine authentication attempts. It may also help to ensure that thevoice print is current which may be useful since the voice of anindividual may change over time.

EXAMPLES

The present disclosure is further defined by reference to the followingexample, describing in detail a study used to enroll and authenticateindividuals. This example is used for illustrative purposes only, and isnot to be construed as limiting the appended claims.

The method 200 was used and was compared to the conventional (e.g.,random) way of selecting interactions and enrolling agents. There were1000 agents, 50,068 customers, and 69,485 interactions. Table 1 belowprovides the results.

TABLE 1 RESULTS Method of Present Disclosure Conventional AgentEnrollment 1000 1000 Customer Enrollment 15,366 13,245 CustomerAuthentication 19,417 16,646As can be seen, there was at least a 15% increase customer enrollmentand a 16.6% increase in the number of customer authentications.

The Abstract at the end of this disclosure is provided to comply with 37C.F.R. § 1.72(b) to allow a quick determination of the nature of thetechnical disclosure. It is submitted with the understanding that itwill not be used to interpret or limit the scope or meaning of theclaims.

What is claimed is:
 1. A voice biometric authentication systemcomprising: a processor and a computer readable medium operably coupledthereto, the computer readable medium comprising a plurality ofinstructions stored in association therewith that are accessible to, andexecutable by, the processor, to perform operations which comprise: (i)receiving a plurality of mono telephonic interactions between customersand agents; (ii) creating a mapping of the plurality of mono telephonicinteractions that illustrates which agent interacted with which customerin each of the interactions; (iii) determining how many agents eachcustomer interacted with; (iv) identifying one or more customers anagent has interacted with that have the fewest interactions with otheragents based on step (iii); and (v) selecting a predetermined number ofinteractions of the agent with each of the identified customers.
 2. Thesystem of claim 1, wherein the operations further comprise: (vi)separating each selected interaction into a first speaker component anda second speaker component; (vii) for each selected interaction,creating a voice print from the first speaker component and a voiceprint from the second speaker component; (viii) comparing the voiceprint from the first speaker component of a first selected interactionto (1) the voice print from the first speaker component of a secondselected interaction and (2) the voice print from the second speakercomponent of the second selected interaction; (ix) comparing the voiceprint from the second speaker component of the first selectedinteraction to (1) the voice print from the first speaker component ofthe second selected interaction and (2) the voice print from the secondspeaker component of the second selected interaction; (x) calculating ascore indicating similarity between the voice prints in steps (viii) and(ix); (xi) repeating steps (viii), (ix), and (x) for each successiveselected interaction, wherein the comparisons define an analytical paththrough the selected interactions; (xii) aggregating the scores for eachanalytical path; and (xiii) identifying an analytical path having thehighest aggregated score as associated with the agent.
 3. The system ofclaim 2, wherein the operations further comprise creating a voice printof the agent from the voice prints in the identified path.
 4. The systemof claim 3, wherein the operations further comprise receiving a monotelephonic interaction between the agent and a customer.
 5. The systemof claim 4, wherein the operations further comprise separating thereceived interaction into a first speaker component and a second speakercomponent.
 6. The system of claim 5, wherein the operations furthercomprise comparing the first speaker component and the second speakercomponent to the voice print of the agent.
 7. The system of claim 6,wherein the operations further comprise: determining that the firstspeaker component is associated with the agent; determining that thesecond speaker component is associated with the customer; and enrollingthe voice print of the agent in an agent voice print database.
 8. Thesystem of claim 7, wherein the operations further comprise: creating acustomer voice print from the second speaker component; and enrollingthe customer voice print in a customer voice print database.
 9. Thesystem of claim 8, wherein the operations further compriseauthenticating a customer based on the enrolled customer voice print.10. A method, which comprises: (i) receiving a plurality of monotelephonic interactions between customers and agents; (ii) creating amapping of the plurality of mono telephonic interactions thatillustrates which agent interacted with which customer in each of theinteractions; (iii) determining how many agents each customer interactedwith; (iv) identifying one or more customers an agent has interactedwith that have the fewest interactions with other agents based on step(iii); and (v) selecting a predetermined number of interactions of theagent with each of the identified customers.
 11. The method of claim 10,further comprising: (vi) separating each selected interaction into afirst speaker component and a second speaker component; (vii) for eachselected interaction, creating a voice print from the first speakercomponent and a voice print from the second speaker component; (viii)comparing the voice print from the first speaker component of a firstselected interaction to (1) the voice print from the first speakercomponent of a second selected interaction and (2) the voice print fromthe second speaker component of the second selected interaction; (ix)comparing the voice print from the second speaker component of the firstselected interaction to (1) the voice print from the first speakercomponent of the second selected interaction and (2) the voice printfrom the second speaker component of the second selected interaction;(x) calculating a score indicating similarity between the comparisons insteps (vii) and (ix); (xi) repeating steps (vii), (ix), and (x) for eachsuccessive selected interaction, wherein the comparisons define ananalytical path through the selected interactions; (xii) aggregating thescores for each analytical path; and (xiii) identifying an analyticalpath having the highest aggregated score as associated with the agent.12. The method of claim 10, further comprising creating a voice print ofthe agent from the voice prints in the identified analytical path. 13.The method of claim 12, further comprising: receiving a mono telephonicinteraction between the agent and a customer; and separating thereceived interaction into a first speaker component and a second speakercomponent.
 14. The method of claim 13, further comprising comparing thefirst speaker component and the second speaker component to the voiceprint of the agent.
 15. The method of claim 14, further comprising:determining that the first speaker component is associated with theagent; determining the second speaker component is associated with thecustomer; and enrolling the voice print of the agent in an agent voiceprint database.
 16. The method of claim 15, further comprising: creatinga customer voice print from the second speaker component; enrolling thecustomer voice print in a customer voice print database; andauthenticating a customer based on the enrolled customer voice print.17. A non-transitory computer-readable medium having stored thereoncomputer-readable instructions executable by a processor to performoperations which comprise: (i) receiving a plurality of mono telephonicinteractions between customers and agents; (ii) creating a mapping ofthe plurality of mono telephonic interactions that illustrates whichagent interacted with which customer in each of the interactions; (iii)determining how many agents each customer interacted with; (iv)identifying one or more customers an agent has interacted with that havethe fewest interactions with other agents based on step (iii); and (v)selecting a predetermined number of interactions of the agent with eachof the identified customers.
 18. The non-transitory computer-readablemedium of claim 17, wherein the operations further comprise: (vi)separating each selected interaction into a first speaker component anda second speaker component; (vii) for each selected interaction,creating a voice print from the first speaker component and a voiceprint from the second speaker component; (viii) comparing the voiceprint from the first speaker component of a first selected interactionto (1) the voice print from the first speaker component of a secondselected interaction and (2) the voice print from the second speakercomponent of the second selected interaction; (ix) comparing the voiceprint from the second speaker component of the first selectedinteraction to (1) the voice print from the first speaker component ofthe second selected interaction and (2) the voice print from the secondspeaker component of the second selected interaction; (x) calculating ascore indicating similarity between the comparisons in steps (vii) and(ix); (xi) repeating steps (vii), (ix), and (x) for each successiveselected interaction, wherein the comparisons define an analytical paththrough the selected interactions; (xii) aggregating the scores for eachpath; and (xiii) identifying a path having the highest aggregated scoreas associated with the agent.
 19. The non-transitory computer-readablemedium of claim 18, wherein the operations further comprise creating avoice print of the agent from the voice prints in the identified path.20. The non-transitory computer-readable medium of claim 19, wherein theoperations further comprise: receiving a mono telephonic interactionbetween the agent and a customer; separating the received interactioninto a first speaker component and a second speaker component; andcomparing the first speaker component and the second speaker componentto the voice print of the agent.
 21. The non-transitorycomputer-readable medium of claim 20, wherein the operations furthercomprise: determining that the first speaker component is associatedwith the agent; determining the second speaker component is associatedwith the customer; and enrolling the voice print of the agent in anagent voice print database.
 22. The non-transitory computer-readablemedium of claim 21, wherein the operations further comprise: creating acustomer voice print from the second speaker component; enrolling thecustomer voice print in a customer voice print database; andauthenticating a customer based on the enrolled customer voice print.